Department: Global Technology Team

Location: India

Experience: 2 Years

We are seeking a technically proficient and customer-focused Product Support Engineer (L1/L2) to provide application and technical support for global technology products. The ideal candidate will troubleshoot and resolve technical issues, monitor application health, manage support tickets, and collaborate with product and Cloud Engineering teams to ensure system reliability and an excellent user experience.

The role requires an AI-first mindset, with the ability to leverage AI tools to improve troubleshooting, automate repetitive support tasks, enhance documentation, and streamline support workflows.

Application & Technical Support

- Act as the primary point of contact for global users seeking support for technology products and enterprise applications.
- Triage, prioritize, troubleshoot, and resolve L1/L2 technical issues using ServiceNow and other issue-tracking tools.
- Diagnose application issues using logs, dashboards, APIs, and system behavior.
- Escalate complex issues to product development and Cloud Engineering teams with detailed troubleshooting information.
- Communicate ticket status, resolution timelines, and technical guidance clearly to users.

Application Monitoring & Incident Management

- Monitor application health, dashboards, alerts, and system performance using Datadog or similar observability tools.
- Identify potential issues proactively and respond to incidents affecting users or business operations.




- Collaborate with product and Cloud Engineering teams during incident investigation and resolution.
- Participate in incident reviews and help identify root causes and preventive measures.
- Stay updated on product releases, system changes, and known issues.

Cross-Functional Collaboration

- Coordinate with global product teams, Cloud Engineering, and the IT Service Desk to resolve technical issues efficiently.
- Ensure application-related issues are routed appropriately, while device and access-related issues are directed to the IT Service Desk.
- Maintain effective shift handovers and support continuity across global time zones.

Knowledge Management & Documentation

- Develop and maintain knowledge-base articles, troubleshooting guides, standard operating procedures (SOPs), and support runbooks.
- Document recurring issues, root causes, and resolutions to minimize repeat incidents.
- Collaborate with product teams to ensure recent features and releases have appropriate support documentation.

AI-Driven Support & Process Improvement

- Use AI assistants and AI-enabled tools for ticket summarization, issue triage, response drafting, and knowledge capture.
- Identify opportunities to automate repetitive support tasks and improve ticket routing.
- Contribute to the development of AI-assisted sup

Pay: ₹2,400,000.00 - ₹2,750,000.00 per year

Benefits

- Health insurance

Work Location: In person

📌 Product Support Engineer, Global Technology Products (Bengaluru)
🏢 Mercury Pro Consultants
📍 Bengaluru